Customer Success Manager

Summary

Join Azumo as a fully remote Customer Success Manager (CSM) based in Latin America and lead client relationships, ensuring successful software solution delivery and adoption. You will build long-term partnerships, collaborating with cross-functional teams to achieve customer satisfaction, engagement, and retention. This hands-on role requires proactive communication, strategic thinking, and a client-focused approach. Responsibilities include serving as the primary client contact, understanding client needs, leading onboarding, monitoring customer health, supporting leads, advising during pre-sales, delivering demos, acting as a conduit between clients and internal teams, and driving upsell/cross-sell opportunities. The ideal candidate possesses a Bachelor's degree, 4+ years of relevant experience, strong communication and technical skills, and experience with JIRA and HubSpot. Azumo offers various benefits, including paid time off, training, Udemy access, mentored career development, U.S. holidays, USD remuneration, profit sharing, and maternity coverage.

Requirements

• Bachelor’s degree in Computer Science, Business Administration or a related field
• 4+ years of experience managing software development projects or working closely with technical teams throughout the SDLC (Software Development Life Cycle)
• Effective communication skills (oral and written): Able to clearly synthesize technical information for non-technical audiences
• Strong empathy and customer orientation: Able to understand client goals, frustrations, and aspirations
• Strategic thinking: Capable of aligning customer needs with business objectives
• Conflict resolution and negotiation: Skilled at managing tense situations constructively, always aiming for win-win outcomes
• Time management and organizational skills: Especially important when handling multiple accounts simultaneously
• Ownership mindset: Takes full responsibility for the success and outcomes of assigned accounts
• General technical knowledge: SaaS architectures, APIs, databases, AI/ML concepts, etc
• Experience with JIRA and HubSpot
• Ability to read and understand technical documentation: Even if not a developer, must communicate effectively with technical teams
• Understanding of key success metrics: Ability to interpret KPIs such as churn, NPS, health score, retention rate, etc
• Fluent in English (essential)
• Based in Latin America

Responsibilities

• Serve as the primary point of contact for a portfolio of assigned clients, building strong, trust-based relationships through proactive communication and reliable support
• Understand client business goals, challenges, and success metrics; translate them into strategic initiatives and implementation plans in collaboration with Delivery and Engineering teams
• Lead onboarding and early-stage implementation for new clients, ensuring a smooth transition from sales to delivery with clear documentation and handoffs
• Monitor customer health and track success metrics to anticipate risks and uncover growth opportunities. Proactively engage to ensure continued alignment and satisfaction
• Support inbound and referred leads by participating in discovery calls, gathering requirements, and helping articulate Azumo’s value proposition
• Serve as a strategic advisor during the pre-sales process, helping prospects shape technical roadmaps and delivery strategies based on business needs
• Coordinate and sometimes deliver product demos or service capability walkthroughs to support consultative sales
• Act as a conduit between clients and internal teams, relaying structured feedback to inform product decisions, service enhancements, and delivery improvements
• Drive upsell and cross-sell opportunities within accounts by recognizing client expansion needs and proactively offering tailored service solutions

Preferred Qualifications

The candidate’s experience as a Project Manager and pre-sales is desirable

Benefits

• Paid Time Off
• Training
• Udemy Free Premium access
• Mentored Career Development
• U.S. Holidays
• USD Remuneration
• Profit Sharing
• Maternity Coverage